Unified Communications Specialist

Job title:

Unified Communications Specialist

Company:

University of York

Job description

IT Services – Unified CommunicationsLooking for a job with a purpose? Make a difference and join our friendly and experienced in-house team of Unified Communications (UC) professionals and play a vital role in keeping the University of York connected.
The University of York has set out its vision to become a University for Public Good in its 2023 strategy. IT Services actively supports that commitment. We’re looking for individuals who want to be part of making a difference, using industry-leading technology to support our vision and deliver exceptional services. Working at a learning organisation, we offer a collaborative, flexible environment where growth is supported, teams care for each other, and inquiring minds can thrive.This role sits within the IT Services department, part of the Directorate of Technology, Estates and Facilities (DTEF), which provides outstanding work, study, and research facilities, as well as facilities to enhance the student experience, both on campus and online.The IT Services department is critical to delivering those objectives, providing infrastructure and services that support all aspects of the customer experience. The Unified Communications team is responsible for the University’s integrated communication services, including voice, mobile, video conferencing, contact centres, and more. They manage large-scale systems, currently supporting:

• 35,000 Zoom accounts facilitating 370,000 meetings annually
• 8,000 phone extensions handling 600,000 call legs
• 1,200 mobile connections
• 15,000 University ID Cards (Unicard) productions per year

RoleAs a leading research university, York relies on excellent communication and collaboration systems. The global pandemic accelerated our embrace of UC tools, with rapid implementation of Zoom Phone, Zoom Rooms, and cloud contact centres to enhance communication across the institution.Now, we’re consolidating and re-architecting our services for optimal efficiency as well as offering customers more self-service functions. Beginning our journey to deploy centrally managed Hybrid collaboration and teaching rooms and continuing our development to offer a centralised omni-channel contact centre.Join us as a Unified Communications Specialist and play a key role in the future of communication at York. You’ll be a vital member of devoted and supportive team, performing a range of tasks including:

• Ensure the smooth running of our UC systems, contact centre, and hybrid IT rooms.
• Troubleshoot, diagnose, and resolve complex UC issues to maintain service excellence.
• Collaborate closely with the UC Manager to implement new technologies that meet the evolving needs of the University.
• Provide exceptional service to all departments and colleagues, ensuring they can effectively utilise UC tools.
• Assist in configuring and maintaining new communication channels and emerging technologies including AI tools, Webchat, WhatsApp, and social media integration.

You will be providing a service to all parts of the University and so this role requires a professional, customer-focused approach to working with others, ensuring that all customers receive excellent service.This role offers opportunities to learn new technologies or implement your existing skills in a different environment. We are committed to supporting our staff’s development and encourage applications from people who can bring new experiences and ideas, with the right attitude and aptitude.RewardWe offer a supportive and inclusive working environment for our staff. Flexible, hybrid working enables staff to find the right work-life balance for them, with colleagues working between home and the office.Everyone at York has access to a range of excellent benefits including:

• Competitive starting salary with annual salary increments/pay reviews
• 30 days annual leave (38 days with bank holidays)
• Flexible working arrangements, with forums and inclusive facilities to support our staff
• Hybrid working (see our

) * Up to 2 volunteering days per year (pro-rata) as part of the Staff Volunteering Scheme

• Staff training and development courses
• Generous Pension Scheme
• Cycle to Work Scheme
• Onsite gym with discounted membership
• Access to a

on childcare, transport and healthcare, plus shopping discounts and other offers.The above are a selection of benefits available to members of staff at the University. For full details of all our benefits, please see our .Skills, Experience & Qualification needed

• Level 3 qualification. (Qualifications at this level include A levels. Please

). We also welcome applicants with equivalent non-uk qualifications or equivalent professional experience. * Knowledge of traditional & modern unified communications systems including VOIP, Zoom along with associated network design and protocols e.g. sip.

• Knowledge of converged PBX, Unified Communication systems and cloud contact centres e.g. Unify, Zoom, Genesys, Five9, Twillio or similar
• Proven success in planning and co-ordinating the introduction of new systems and services along with experience of involvement in IT projects covering the full project lifecycle
• Experience of providing training and guidance to users of unified communication systems
• Proven success in the ability to reconcile conflicting priorities and to respond positively to complete tasks to deadlines and specified standards in a busy service environment
• Evidence of ability to learn quickly and work autonomously, have experience in complex troubleshooting, follow procedures to maintain documentation and technical standards
• Experience of developing and managing services, preferably in an IT environment
• Evaluation and assessment of new technologies and incorporation into service design with experience of delivery within a service management framework such as ITIL
• Experience of computer programming e.g. PHP, ASP or similar
• Evidence of upholding our behaviours

We recognise the transferable nature of many skills within the UC industries. If you have more experience in a specific discipline (e.g., cloud contact centres, or Zoom Enterprise), we can support you in developing your skills in other areas.Interview date: To Be ConfirmedFor informal enquiries: please contact our Unified Communications Manager, Stefan Wielgosz at or 01904 323826The University strives to be diverse and inclusive – a place where we can ALL be ourselves.We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University.We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff.

Expected salary

£36024 – 44263 per year

Location

York

Job date

Sat, 29 Jun 2024 05:56:16 GMT

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